Junior Service Desk Agent

Your challenges

• Responding to and resolving first-line IT enquiries regarding hardware and software.
• Carrying out standard tasks such as password resets, user creation and permission management.
• Analysing enquiries received by telephone or email and discussing possible causes in a customer-focused manner.
• Collaborating with a senior engineer during the onboarding phase.
• Escalating issues to second-line support with comprehensive and clear documentation.
• Logging all actions in the service desk tool and proactively keeping customers informed.
• Reporting to the on-site team lead when necessary.
• Drafting and improving technical documentation suitable for use by bots or automation.

The projects

As a Junior Service Desk Engineer, you will be the first point of contact for our customers regarding all manner of IT queries relating to hardware and software. You will support end-users with issues such as password resets, creating user accounts, permission problems, and queries about Windows, Office and other standard applications. Thanks to your communication skills and customer-focused approach, you will ensure smooth and professional support.

You will analyse incoming enquiries by telephone or email, discuss possible causes with the customer and independently investigate potential solutions. During your induction period, you will receive intensive guidance from a senior on-site colleague, enabling you to quickly master the necessary technical knowledge and procedures.

If a problem cannot be resolved within the agreed SLA, you will ensure a correct and fully documented handover to the second line. You will keep the customer constantly informed of your actions and accurately record all steps in the service desk tool. Where necessary, you will report to the on-site team lead.

As well as your interest in technology, you possess strong technical writing skills. You are able to set out complex IT information clearly and in a structured manner in documentation, procedures or internal knowledge articles. The technical procedures you document are not only used by colleagues, but can also be utilised by bots or automated workflows to carry out repetitive tasks more efficiently.

Your profile

• You have a basic knowledge of IT and a keen interest in developing your skills in this area.
• You are a good communicator, customer-focused and feel comfortable interacting directly with users.
• You have an analytical, structured and problem-solving approach to your work.
• You are curious, eager to learn and motivated to rapidly expand your technical knowledge.
• You are fluent in both Dutch and French, both spoken and written.
• You write clearly and accurately, which is important for technical documentation and automation applications

Discover Contraste Europe

Contraste Europe is a key player in the IT sector and operates on an international scale. We are committed to supporting the growth of our customers in diverse sectors such as finance, healthcare, retail and the public sector. Our values, which include understanding customer needs, competence, independence, team spirit and social responsibility, are at the heart of every project we undertake.

Becoming a Contraster means joining a company where excellence is a mission. At Contraste, every member has the opportunity to express his or her talent in a variety of fields, from cloud solutions development to digital transformation and much more. It’s a chance to contribute to innovative projects and shape your future in an environment that values your personal and professional development.

Ready for the challenge?

Apply now to join our team and become a pillar of digital transformation at Contraste.